Assessing the Role of Infrastructure on Customer Satisfaction With National Parks in North East Nigeria

Abstract

Purpose: The study assessed the impact of infrastructure on customer satisfaction with tourism destinations in North-East Nigeria. Methodology: The study is a survey where a sample size of 242 tourists who spent at least one night in each of the three destinations was used for the study. The statistical analysis was carried out using the statistical software SPSS v.17. The questions were analyzed using a descriptive statistics and simple linear regression Findings: It was found out that infrastructure has significant impact on the customer satisfaction in their various destinations. Therefore, the hypothesis which stated that, infrastructure does not have significant impact on tourists’ satisfaction with their destinations in North-East Nigeria was rejected indicating that infrastructure was found to have significant impact on customer satisfaction with tourists’ destinations in North-East Nigeria. Infrastructural facilities especially good roads, hotel rooms and catering services were found to be the key in enhancing customer satisfaction with the National Parks of North-East Nigeria. For the National Parks of North-East Nigeria to flourish as tourism destinations therefore all the States and Local Governments including the organized private sector in the region should all join hand in the provision of infrastructure in these parks. Original value: Academics and practitioners have not adequately researched the role of infrastructure on customer satisfaction with national parks in north east Nigeria. The relevance of tourism is, therefore, yet to be fully exploited in Nigeria’s development strategies and plan formulations. This research covered this gap.